Refund Policy
Effective Date: 09/10/2025
At Novelle, we're committed to your satisfaction and want you to feel confident in your purchase. Please read our refund policy carefully.
Our Commitment
We stand behind the quality of our products and want you to have the best experience possible. Due to the nature of our skincare products and hygiene regulations, we cannot accept returns of opened or used products.
Refund Eligibility
We offer refunds in the following cases:
Defective or Damaged Products
- If your product arrives damaged, defective, or contaminated, please contact us within 7 days of delivery with photos and proof of the damage. We will provide a replacement.
Order Errors
- If we shipped the wrong product or quantity, contact us within 7 days and we'll make it right with the correct replacement.
Non-Delivery
- If your order doesn't arrive within 30 days of the estimated delivery date, contact us for reshipment.
We cannot offer refunds for:
- Products that have been opened, used, or partially used
- Change of mind or preference
- Products damaged due to misuse or improper storage
- Claims made more than 30 days after delivery
How to Request a Refund
If you believe your order qualifies for a refund:
- Contact us on our website within 7 days of receiving your order
- Include your order number, photos of any damage/defect, and a brief description
- Wait for confirmation - we'll review and respond within 2-3 business days
- Return if required - for damaged items, we may request return of the product
Refund Processing
- Approved refunds will be processed within 5-7 business days
- Refunds will be issued to the original payment method
- Please allow 5-10 business days for the refund to appear in your account
Satisfaction Guarantee
While we cannot accept returns of opened products due to health and safety regulations, we're committed to making things right if you're not satisfied. If you experience any issues with our product, please reach out - we're here to help find a solution.
Contact Us
Questions about our refund policy? We're here to help!
This policy applies to all purchases made through skinbynovelle.com. We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website.